Use this guide to identify whether access issues are affecting your entire class or only certain students, and how to resolve or escalate them appropriately.
π§© Step 1: Identify Who Is Affected
-
π₯ Entire class affected?
Likely a pairing issue, incorrect ISBN adoption, provisioning error, or LTI configuration issue. -
π€ Only a few students affected?
Typically student email mismatches, browser/device issues, or missed first-week activation.
π Step 2: Understand Common Access Screens
π² Paywall or βPurchase Accessβ
- Student did not click the LMS publisher link during the first two weeks.
- Student is using an email that does not match the campus enrollment email.
β οΈ Census/Enrollment Warnings
- Enrollment file has not synced yet.
- Student added the course late or changed sections.
π Step 3: Instructor Checklist to Assist Students
π» Browser & Device
- Confirm the student is using Chrome or Firefox.
- Confirm they launched on a laptop/desktop.
- Confirm pop-up blockers are disabled.
π§ Email & Access Path
- The student's LMS email must match the enrollment email.
- They must click the publisher link from your course module, not navigation menu tools.
π§Ή Browser Reset
- Clear cache/cookies.
- Log out and back into the LMS.
- Disable interfering browser extensions.
π Enrollment Timing
- Late-added students may appear inactive until roster sync.
- Enrollment files process on scheduled cycles.
π¨ Step 4: When to Escalate
Escalate immediately if:
- The entire class sees the same error.
- Course materials do not launch from LMS module links.
- Correctly paired course still leads to paywalls.
- Students using correct email still lose access after census.
Include in the escalation:
- LMS (Canvas, D2L, Blackboard, Moodle)
- Course ID and section
- Instructor name & email
- Number of affected students
- Error screenshots
- Whether students launched before or after census
π Step 5: Need Help? Submit a Support Request
Direct students to click the Course Support or Follett Access β Course Support link in your LMS module or content area to submit a support ticket.
Encourage them to follow these steps to ensure a faster, more accurate resolution.:
Click the
Course SupportorFollett Access β Course Supportlink in your LMS course
This link routes to the correct diagnostic portal for your course.-
Complete the Request Form and Attach the Following Details:
Institution Name and Campus
Student Full Name
Student Email Address
(Include alternate email if different from campus login)Course Number and Section
Instructor Name and Email
Screenshots of Any Error Messages
Browser and Device Used (e.g., Chrome on MacBook)
Whether the student clicked the publisher link before or after your institutionβs census (add/drop) deadline
-
Attach Diagnostic Data
Go to the
Course Support (Follett Access Support)link in your LMSClick Download Diagnostics
Save the file and upload it with your support request
β±οΈ Tip: Including all of the above ensures a faster, more accurate resolution.
Need additional help?
Contact Follett Willo Support and Submit a Request.